1. SOFT SKILLS

2. Topics EFFECTIVE COMMUNICATION BODY LANGUAGE DRESSING FOR SUCCESS
TELEPHONE ETIQUETTES

3. Soft Skills
Soft skill is the ability required and expected from persons for finding a suitable job, its maintenance and promotion .

4. Importance of soft skill
Soft skills are very important
To handle interpersonal relations
To take appropriate decisions
To communicate effectively
To have good impression and impact to gain professional development

5. What is required? Communication skills Body language
Presentation skills
Team work
Professional ethics
Interpersonal skills
Time and stress management

6. EFFECTIVE COMMUNICATION

7. Communication Definition Example Type Basic skills
Barriers to communication
TACTFUL conversation

8. Communication defined…..
Art of giving meaning full information from one person to another
From sender of information to receiver of information
Information should be exchanged in its entirety
Its often distorted

10. Communication -- types
Positive communication
Negative communication

11. Positive communication
Tells the recipient what can be done
Suggests alternatives and choices available to the recipient
Sounds helpful and encouraging rather than bureaucratic
Stresses positive actions and positive consequences that can be anticipated.

12. Negative communication
Tells the recipient what cannot be done
Has a subtle tone of blame
Includes words like can’t, won’t, unable to, that tell the recipient what the sending agency cannot do
Does not stress positive actions that would be appropriate or positive consequences

13. Communication : basic skills
Verbal communication
Non verbal communication

15. Communication : listening
Attentiveness to speaker
Eye contact
Intention be fully awake and aware
Openness: to other person and your own
Paying attention
Listening to yourself
Feedback
Body language
Change in pattern
Expectations about person speaking ,about their message, about their agenda

16. Communication : barriers
Language
Body language
Selective hearing / non verbal cues
Self made assumptions
Distrusted source
Cultural differences

17. TACTFUL Conversation T : Think before you speak
A : Apologize quickly when you blunder
C : Converse, don’t compete
T : Time your comments
F: Focus on behavior – not on personality
U : Uncover hidden feelings
L : Listen for feedback

18. DO’S AND DON’TS Don’t be rude and pushy
Do be direct and calm
Don’t be rude and pushy
Do spare others your unsolicited advice
Don’t be patronizing, superior or sarcastic
Do acknowledge that what works for you may not work for others
Don’t make personal attacks or insinuations
Do say main points first, offer more details if necessary
Don’t expect others to follow your advice or always agree with you
Do listen for hidden feelings
Don’t suggest changes that a person can not easily make

19. BODY LANGUAGE

20. Why is body language important?
To keep people's attention
To create a good atmosphere
To create more impact

21. Body language means: How you stand How you move
How you appear to people
How you look at people
How you sound

22. Actions speak louder than words?
What often happens In any relationship is that
language itself becomes a mask and a means of clouding and confusion the relationship. If the spoken language is stripped away and the only communication left is body language, the truth will find some way of poling through. Spoken language itself is a great obscurer.

23. How you stand Stand straight. Stand where everyone can see you.
Stand on both legs.
Don’t lean against anything.
Stand where everyone can see you.
Face the audience directly.
Don’t obstruct the foils.
Stand by the screen when pointing to foils.
Stand away from it when talking about them.

24. How to move Avoid nervous movements. Use gestures for emphasis.
Don’t walk up and down.
Keep your hands down except for gestures.
Don’t fidget, scratch, Jiggle your legs, etc
Use gestures for emphasis.
Practice appropriate gestures.
Don’t overdo it.
Avoid arm-waving.

25. Look Energetic
Why
Energy holds peoples attention. Lack of energy puts people to sleep.
How
Stand straight
Put energy into your eyes, voice and movements.

26. Look relaxed
Why
If you relax people will have more confidence in you.
If you are sot relaxed people cannot focus on the content.
How
Smile.
Make it informal.
Use humor – enjoy yourself.
Slow done.
Breathe slowly.
Let your arms hang loose.
Don’t make nervous movements.

27. Trouble…. Misinterpretation of signals Can be BIG trouble
Legal trouble
Don you know how to act or are you confused?

28. CONCLUSION Body is a powerful instrument in a speech.
Usually body language occurs unconsciously.
Nonverbal expressions communication a great part of emotional experience.

29. DRESSING FOR SUCCESS

30. First impressions
You have only one chance to make a good first impression.
You appearance tells others how you feel about yourself, which can define how they treat you.
Your corporate ladder climb will be easier if you look like you belong there.

33. What influenced you? Apparent level of sophistication
Well-groomed appearance
Conservative appearance
Overall attractiveness
Non-verbal signals
Apparent level of self-confidence

34. What do you clothes say about you?
Your appearance plays a supporting role in the interview process.
Your appearance can convey strong feelings of trust to a prospective employer.
Your appearance can convey a sense of self-confidence, dependability and professionalism.
Your appearance can determine how people you meet will react to you.

35. First impression guidelines__ grooming
Smell – little or no cologne; no cigarette odor
Breath – fresh, clean breath; use a breath mint

36. Telephonic Etiquette

37. Telephone Etiquette Answer calls within three rules. Greet the caller.
Identify yourself.
Identify your school.
Ask how you can help.

38. Answer with a smile.

39. Placing callers on :hold:;
Ask if the caller minds being placed on hold.
Check back with callers so they don’t think you’ve forgotten them.
It’s okay if you don’t know the answer immediately.
a) If you need to research provide an estimate of when you will follow up

40. Telephone etiquette Transferring calls.
Avoid transfers whenever possible.
Be the callers single point of contact for the information you can give.
Use your resources.
Ask for help.

41. When transfers are unavoidable:
Do not “blind” transfer the call.
Provide a phone number in case the call is disconnected.
Communicate the Members issue prior to transfer.
a) Saves time and frustration.

42. Voice mail greetings.
Keep greeting updated.
Provide detailed information.
Alternative contact information.
Positive closing.

43. When leaving a message:
Identify yourself.
Repeat contact information.
Respect privacy.
Keep message concise and specific.

44. While on the phone Focus your attention on the caller.
Use the callers name during the conversation.
Build rapport with the caller.
Speak clearly.
Always be polite.

45. Avoid eating, chewing or drinking.
Respect others.
Follow the “golden rule.”
Do unto others as you would have them do unto you.

46. Questions

47. Thanks a lot…………
Best wishes………